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To comply with the Belgian Kilometre Charging System, road users must obtain an On Board Unit (OBU). There are three possible ways to get an OBU: via the Road User Portal, at a Service Point, or via a Business partner.

The most convenient way to get an OBU is via the Road User Portal or a Business Partner. You can also get an OBU at a Service Point if you are in a hurry. But for a full access to all Satellic’s services you have to upgrade your account to a full account on the Road User Portal within 14 days. More information can be found in our menu ‘All about the toll’ > registration methods.

Frequently asked questions

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What changes on 1 January 2018?

The three Belgian regions have decided:- to subject the vehicle category N1 with a body code BC - semi-trailer tractors of 3.5 tons or less - to the payment of the kilometer charge in Belgium from 1 January 2018. This means that, as of 1 January 2018, these vehicles will need to have a working On Board Unit (OBU) at all times and on all roads in order to be compliant with the Belgian kilometer charging regulations. More information on the Viapass website.- to adapt the toll tariffs in Wallonia, and to add new tolled roads in Flanders and Wallonia from 1 January 2018 onwards. Note that the EURO 5 and EURO 6 emission classes will also be priced differently from that date in Flanders and in Brussels. More details on the Viapass website.- to adapt the amount of the fines. More information on the Viapass website.

At Satellic, we adapt the periodicity of our bi-monthly invoices as of 1 January 2018: we switch to a fixed billing period. The invoice for the first half of the month will be closed on the 15th of the month. The invoice for the second half of the month will be closed on the last day of the month. The invoices themselves will be created in the days following the closing date. It is thus quite possible that the invoice will only be available on the Road User Portal between the 16th and the end of the month, although the billing period has been closed on January 15th. More information in our FAQ.

Fines

The regional tax authorities impose fines on the truckers who do not meet the requirements of the Kilometre Charging System.

From 1 January 2018 onwards, the amount of the imposed fine will vary according to the seriousness of the infringement (the unit amount of 1000 euros per fine still applies until 31/12/2017 though):

1000 euros for a Category A infringement:- manipulating the On Board Unit (OBU) with the intent to defraud- falsifying the on board documents which are required to determine the maximum permissible total weight and the vehicle's EURO emission standard (with the intent to defraud)

800 euros for a Category B infringement:- there is no OBU on board the vehicle to calculate the toll in Belgium- for the vehicle concerned, no service contract has been concluded with one of the providers accredited by Viapass for the kilometer charge in Belgium

500 euros for a category C infringement:- the OBU is not switched on- the OBU present on board the vehicle is coupled to another vehicle (another licence plate number)- use of the road network whereas the service contract with the provider (e.g. Satellic) has been terminated- use of the road network with an OBU after the means of payment linked to this OBU has become insufficient- the OBU reports a problem or does not seem to be working, and the vehicle owner does not immediately contact the service provider (e.g. Satellic)- the OBU signals a problem or does not seem to be working, and the vehicle owner immediately contacts the service provider (e.g. Satellic), but does not comply with the instructions received

100 euros for a category D infringement:- any other infringement of the kilometer charge not mentioned above

A large number of our customers, as well as some professional federations, have been asking us to adjust the periodicity of the billing period, mostly for administrative reasons, because this eases the processing of the documents and the closing of accounting periods.

What and when?

As of 1 January 2018, we switch to a fixed billing period for our bi-weekly invoices. The invoice for the first half of the month will be closed on the 15th of the month. The invoice for the second half of the month will be closed on the last day of the month.

The invoices themselves will be created in the days following the closing date. It is thus quite possible that the invoice will only be available on the Road User Portal between the 16th and the end of the month, although the billing period has been closed on January 15th. But your invoice will therefore always be available around the same period of the month, as the billing dates are fixed now.

For whom?

This new regulation applies to all our customers regardless of their payment means.

What do you have to do?

You do not have to do anything. The invoicing will automatically be adjusted from 1 January 2018 onwards; and you will receive your first new invoice (with fixed billing date) in the days following 15 January 2018.

Your invoice for December 2017 is lower than expected?

This is quite possible, as the billing for the second half of December 2017 will be closed on 31 December 2017 for all users, regardless of the length of the billing period they will be in. It is therefore possible that you only receive an invoice for the last 2 days of December for example (30 and 31 December). During the second half of January, you will receive the invoice for the 15 first days of January, and during the first half of February, you will receive the invoice for the last 16 days of January.

I have a semi-trailer tractor of 3.5 tons or less. Am I subject to the payment of the kilometer charge in Belgium?

Yes. From 1 January 2018, the N1 vehicle category with a body code BC, ie. semi-trailer tractors of 3.5 tons or less, will be subject to the payment of the kilometer charge (in Belgium).This means that these vehicles must have, at all times and on all the roads, a functioning On Board Unit. The official communication is to be found on the Viapass website, and in this Viapass video.

To stay compliant with the Belgian kilometer charging regulations, you must install an OBU (On Board Unit) in your truck. The OBU calculates the amount of the kilometer charge. Important: We recommend you however to not switch on the OBU on a Belgian public road before 1 January 2018! If the OBU is fixed installed in your truck, then you should "decouple" the OBU on the Road User Portal (RUP) till 1/1/18.

You can get this OBU from Satellic: either online via the Road User Portal (delivery in 2 to 5 days), or by stopping at one of the more than 120 Satellic service points located in Belgium. If you need an OBU urgently, we recommend you to go to a service point.

Which documents and what information do you need to get an OBU?

> You will need the vehicle documents justifying the following data: the country of origin of the vehicle, the licence plate number, the Gross Combination Weight Rating (GCWR) of the vehicle and the emission class*. To get your OBU, you will need to upload (Road User Portal) or scan (Service Point) a copy of all the relevant documents justifying this data.> You will also need to upload at least one document that clearly indicates that the vehicle is a N1 BC semi-trailer tractor: Identification Report, Technical File, Vehicle Registration Certificate, Certificate of Conformity, or possibly the conversion document. If it is not possible to conclude with certainty on basis of the uploaded documents that it is a vehicle of type N1 BC, the owner has to contact Satellic Customer Support.

It is important that the data you have entered on the Road User Portal or at the Service Point for your vehicle, matches the data specified on the vehicle papers. You are then assured that the amount of toll you will have to pay will be correct and also sure you will not get any fine.We remind you that people who are not compliant with the Belgian regulations on the kilometer charge on 1 January risk a fine amounting to maximum € 1,000!

*In some cases, the emission class (EURO) is not indicated on the registration documents: please use the table entitled "Semi-trailer towing vehicles: Emission table when no euro norm is indicated", which is to be found on the Viapass website.

A list of the Business Partners offering this service can be found here.

- If you don’t pay toll via a participating Business Partner, you can log onto the Road User Portal and request to have a participating Business Partner as guaranteed payment mean. Note that the selected Business Partner will first have to accept your request. When they contact you, don’t forget to specify that you would like use the Liefkenshoek Tunnel service they offer. For more information, please read our FAQs How can I pay via a Satellic business partner? and How do I change my payment means?

- If you already pay the Belgian kilometer charging toll via a participating Business Partner, please contact your Business Partner to see if they can offer this service to you too.

How much does it cost to pay the Liefkenshoek Tunnel toll with my Satellic OBU?

Activating the Liefkenshoek Tunnel service on your OBU(s) is free of charge. Satellic doesn’t add any surcharge for the payment of the Liefkenshoek Tunnel’s toll with the OBU.Moreover, you will benefit from the lowest prices available for the use of the Liefkenshoek Tunnel if you pay with an OBU. The prices are determined by NV Tunnel Liefkenshoek in function of the height of your truck and can be found HERE on the Liefkenshoek Tunnel’s website!

How can I activate the payment of the Liefkenshoek Tunnel toll with my Satellic OBU?

It is possible to activate the Liefkenshoek Tunnel service for one, for several or for all your Satellic OBUs. You can do this on the Road User Portal. Please read our Manual “How to activate the Liefkenshoek Tunnel service?” to see in detail the procedure to follow.You can also select the option ‘ACTIVATE FOR NEW VEHICLES’ to make sure that the Liefkenshoek Tunnel service is automatically active on all your new OBUs as soon as they are coupled to your full account.

Do I receive an invoice for the Liefkenshoek Tunnel toll?

Yes. For each period during which you have driven in the Liefkenshoek Tunnel, you will receive a Fleet invoice specific for the Liefkenshoek Tunnel, as well as, per vehicle an annex to this Fleet invoice.

When your truck approaches the Liefkenshoek Tunnel, one of the following messages will be displayed on the OBU screen: “LIEFKENSHOEKTUNNEL SUBSCRIBED” or “LIEFKENSHOEKTUNNEL NOT SUBSCRIBED”.

You can also check at all times on the Road User Portal or on the OBU screen if you have subscribed to this service:

- On the Road User PortalClick on “Product Area”, then on the “MANAGE” button located in the “Liefkenshoek Tunnel service” box, and finally on “MANAGE VEHICLES”. On the page entitled “Edit the Settings for the Usage of the Liefkenshoek Tunnel”, you will see which OBUs are subscribed to the Liefkenshoek Tunnel service.

- On the OBU displayTo check if your OBU is subscribed to the Liefkenshoek Tunnel service, press and hold any arrow button until the "Main Menu" appears. Use the "up" or "down" arrow buttons to scroll until you see "Conf. services". Then press the "right" arrow button to see the subscribed services. If the Liefkenshoek Tunnel service is active on your OBU, "List: Brussels, Flanders, Wallonia, Liefkenshoektunnel" will be displayed. If the Liefkenshoek Tunnel service is not active on your OBU, only "List: Brussels, Flanders, Wallonia" will be displayed.

What will I see on my OBU when I approach the Liefkenshoek Tunnel?

When your truck approaches the Liefkenshoek Tunnel, one of the following messages will be displayed on the OBU screen: “LIEFKENSHOEKTUNNEL SUBSCRIBED” or “LIEFKENSHOEKTUNNEL NOT SUBSCRIBED”.

My OBU is subscribed to the Liefkenshoek Tunnel service: does it have to be switched on to calculate the Liefkenshoek Tunnel toll?

To be compliant with the Belgian kilometer charging system, your OBU must always be switched on when you drive on the Belgian roads, which means that your OBU should normally already be switched on when you approach the Liefkenshoek Tunnel.

However, should it not be the case, your OBU will (if it is in sleep mode and has enough battery or if it is connected via the power cable) automatically wake up when your truck stands approximately 2 meters away from the gantries of the tunnel and it will start calculating the toll.

I have an OBU which is subscribed to the Liefkenshoek Tunnel service. If I need to stop at a service point to get a replacement OBU, will the Liefkenshoek Tunnel service automatically be active on the new OBU?

1) You first need to merge this fast-track account with your main full account (at the service point or on the RUP).2) Then, ask your fleet manager to log onto the RUP and activate the Liefkenshoek Tunnel service for this specific OBU, otherwise you will not be able to use this OBU to pay the toll of the Liefkenshoek Tunnel. Note that if the option ‘ACTIVATE FOR NEW VEHICLES’ is checked in your full account, the service will be active on your new OBU as soon as the corresponding fast-track account has been merged with your full account.

Important: The fast-track account corresponding to your new OBU needs to be merged with your full account so that the Liefkenshoek Tunnel service can be activated!

Is it possible I received a refurbished OBU instead of a new one?

Satellic has been sending out refurbished OBUs since March 2017. Those refurbished OBUs are OBUs which were returned by other customers. They are thoroughly checked both internally as externally and provided they are in good condition, they are put back into the stock. They also receive a software update as part of the refurbishment process.

It is therefore possible that you receive a refurbished OBU which could have some minor usage marks on the exterior shell. The OBU however will have been thoroughly tested and will work as good as a new one and will have the latest software version. Be aware that your OBU should be returned in a state allowing us to refurbish and then reuse it for another customer without having to repair it. We refer to the Satellic OBU Deposit Refund Policy for more information concerning the return of your OBU.

In a nutshell: from 1/07/2017

In order to implement the changes mentioned above, the OBUs need to be updated. Like a mobile phone, to be able to download the latest update, the OBU must be switched on. Read our FAQ "How to get ready for the tariff indexing of 1 July 2017?" to make sure you get the last OBU update and stay compliant with the Belgian regulations after 1 July.

How to get ready for the tariff indexing of 1 July 2017?

GET READY FOR 1 JULY 2017:

Make sure you switch on all your OBUs (and spare OBUs) before 1 July 2017 so that your OBUs download the necessary update!

If your OBU hasn’t downloaded the update before 1 July 2017, the update will be automatically downloaded from 1 July as soon as you switch on your OBU. This means that you can immediately start to drive, but that you will have to stop when the OBU light turns red (signal that the OBU is installing the latest version of the software). You will then have to wait until the OBU light turns green before you can continue your journey on the Belgian roads. This can take between 10 and 15 minutes. To avoid any waiting time, remember to switch on your OBU before July 1st!

- Always keep your OBU switched on as much as possible, even when abroad, so that your OBU can get the latest update as soon as it is released!

- If you use a specific OBU for the first time, keep it switched on for at least one hour so that it has time to download all the latest updates.

- If you have spare OBUs, regularly switch them on (at least every 3 months) and keep them powered on for at least three hours.

Important!Please note that in order to get the full OBU Deposit repaid:- Your OBU must be returned in Good Working Order, Undamaged and Complete (i.e. together with the battery, the power cable and the 4 suction cups)- The red master seal (in the right bottom corner on the back of the OBU) must not be broken or missing- The red seal of the battery compartment (in the middle on the back of the OBU) must not be broken or missing (except if your OBU was fixed installed)All the components of the OBU mentioned above should be sent back in one package. This means that we will not accept any OBU component which is sent separately.

After returning the OBUSatellic will independently assess with regard to the repayment of the OBU Deposit, and this decision will be communicated to the e-mail address you provided to Satellic. If Satellic assesses that you have the right to a repayment of the OBU Deposit and if a valid bank account (IBAN and BIC) number has been entered at the Service Point or on the Road User Portal, your OBU deposit will be refunded within 30 days after the reception of the returned OBU.

How can I make sure that my OBU does not calculate toll (e.g. when I transport a vehicle equipped with an active OBU or simply transport an active OBU)?

To make sure your active OBU does not count any toll, you need to decouple the OBU from the vehicle using the Road User Portal. The RUP Manual and the movie entitled “Decouple OBU” will give you more information on how to proceed.

How do I pack my OBU to return it?

- If you return your OBU at a Service Point, you need to insert it without blister inside of the OBU return box of the vending machine once you have completed the OBU return process at the Service Point.

- If you return your OBU by post (to Arvato Services Healthcare Benelux, Maalbeekweg 57, 1930 Zaventem, Belgium) or via the OBU pick-up service (IMPORTANT: 1 OBU per package), pack your OBU following the "Checklist for a Good Packaging" (see hereunder) and ONLY use the address label that you have obtained on the Road User Portal at the end of the return process!

Please note that the OBU must be returned in good working order, undamaged and complete (i.e. together with the battery, the power cable and the 4 suction cups)! See the Satellic OBU Deposit Refund Policy for more details.

Checklist for a Good Packaging:

√ Use a sturdy cardboard box with completely intact flaps√ Remove any labels, hazardous materials indicators, and other previous shipment markings on the box that are no longer applicable√ Pack all items separately√ Use proper protective equipment such as bubble wrap or polyurethane chips√ Use strong tape that is specially designed for transport√ Do not use rope or paper over-wrap√ Only use the address label that you have obtained on the Road User Portal, on which both the destination and the return addresses are clearly and fully mentioned√ Place a duplicate address label inside the package

What do the “A” roads mentioned on my detailed trip statement refer to?

The national names given to the highways in Belgium begin with “A” (A18 for example). For most of those “A” names, there is an equivalent European name beginning with “E” (E40 for example). All the correspondences between those Belgian and European names are to be found below.

What is the fleet invoice/fleet tax statement?

The fleet invoice (Wallonia)/fleet tax statement(Brussels/Flanders) is an official document accepted by the Belgian tax authorities which gathers, per region and per payment mean, all the toll driven by your fleet and which is due for payment.This document is the only official document you need to give to your accountant. Annexed to the fleet invoice/fleet tax statement, you will find the details per vehicle-OBU combination, which includes the detailed trip statement per region.

Mind that only customers who pay for toll on a post-paid scheme with a fuel card, via a Business Partner or by direct debit will receive the fleet invoice/fleet tax statement. Those customers will automatically get the fleet invoice/fleet tax statement, and it is free of charge. No fleet invoice/fleet tax statement can be produced for a period preceding December 5, 2016.

Tip! If you want to receive a fleet invoice/fleet tax statement but you are currently on a pre-paid scheme, or on a post-paid scheme payment with credit card, we recommend you to change to one of the following post-paid payment means: either Fuel card, Business Partner or Direct Debit. More information in our FAQ: How do I change my payment means?

Who can get the fleet invoice/fleet tax statement?

The fleet invoice/fleet tax statement is only available to customers who pay the toll on a post-paid scheme with a fuel card, via a Business Partner or by direct debit. These customers will automatically get the fleet invoice/fleet tax statement and it is free of charge.

Tip! If you want to receive a fleet invoice/fleet tax statement but you are currently on a pre-paid scheme, or on a post-paid scheme payment with credit card, we recommend you to change to one of the following post-paid payment means: either Fuel card, Business Partner or Direct Debit. More information in our FAQ: How do I change my payment means?

When and how often will you receive your fleet invoice/fleet tax statement?

The fleet invoice/fleet tax statement is available as of December, 5th 2016. You will get it within the 14 days following the launch date according to your billing cycle. Afterwards, you will get the fleet invoice/fleet tax statement every 14 days if you have driven in that period.No fleet invoice/fleet tax statement can be produced for a period preceding December 5th, 2016.

How many fleet invoices/fleet tax statements will I receive?

The fleet invoice/fleet tax statement is an official document accepted by the Belgian tax authorities.This document is the only official document you need to give to your accountant. It gathers, per region and per payment mean, all the toll driven by your fleet and which is due for payment:

1st example: You pay the toll on a post-paid scheme with fuel cards produced by 2 different fuel card issuers. In that case, you will get at the same time:A) 1 fleet invoice (for Wallonia) and 2 fleet tax statements (one for Flanders, one for Brussels) for the toll of the OBUs paid with the fuel cards of Fuel Card issuer 1B) 1 fleet invoice (for Wallonia) and 2 fleet tax statements (one for Flanders, one for Brussels) for the toll of the OBUs paid with the fuel cards of Fuel Card issuer 2In total, you will get 6 fleet invoices/fleet tax statements per billing period in this example.

2nd example:You pay the toll on a post-paid scheme partly via the fuel card(s) of a fuel card issuer and partly via a Business Partner. In that case, you will get at the same time: A) 1 fleet invoice (for Wallonia) and 2 fleet tax statements (one for Flanders, one for Brussels)for the toll of the OBUs paid with fuel cardsB) 1 fleet invoice (for Wallonia) and 2 fleet tax statements (one for Flanders, one for Brussels) for the OBUs paid by the Business Partner.In total, you will get 6 fleet invoices/fleet tax statements per billing period in this example.

Annexed to each fleet invoice/fleet tax statement, you will find the details per vehicle-OBU combination, which includes the detailed trip statement per region.

What do I need to do to receive the fleet invoice/fleet tax statement?

If you pay toll on a post-paid scheme with a fuel card, via a Business Partner or per direct debit, you do not need to do anything; the fleet invoice/fleet tax statement will automatically be emitted as of December 5th, 2016 according to your billing cycle. You will then be able to find it in your account on the Road User Portal under “My Invoices”.

Tip! If you want to receive a fleet invoice/fleet tax statement but you are currently on a pre-paid scheme, or on a post-paid scheme payment with credit card, we recommend you to change to one of the following post-paid payment means: either Fuel card, Business Partner or Direct Debit. More information in our FAQ: How do I change my payment means?

Is the fleet invoice/fleet tax statement optional? Is it free?

The fleet invoice/fleet tax statement is not optional. However, it is only available to customers who pay for toll on a post-paid scheme with a fuel card, via a Business Partner or by direct debit. These customers will automatically get the fleet invoice/fleet tax statement and it is free of charge.

Tip! If you want to receive a fleet invoice/fleet tax statement but you are currently on a pre-paid scheme, or on a post-paid scheme payment with credit card, we recommend you to change to one of the following post-paid payment means: either Fuel card, Business Partner or Direct Debit. More information in our FAQ: How do I change my payment means?

I receive the fleet invoice/fleet tax statement, but I want to know where a specific truck was driving on a specific day.

Annexed to the fleet invoice/fleet tax statement, you automatically and mandatorily receive the detailed trip statement per region (in the official language(s) of this region).

To directly see the full journey of a specific truck across Belgium, we recommend to:

- consult the detailed trip statement per vehicle (in English), which displays all the routes driven throughout the 3 regions. You receive this document if you have selected the corresponding option in your account details on the RUP.

Belgian companies can recuperate the VAT in their Belgian VAT return. Foreign Companies can recuperate the Belgian VAT through the European VAT refund procedure. You only need to submit the fleet invoice, which is to say the Sofico document named “FACTURE” to the VAT authorities. You do not need to submit the annexes ( document entitled “Annexe”). This has been confirmed by the VAT authorities. However you will need to keep the annexes at the disposal of the Tax authorities in case of a Tax control in the future. Please note that the toll is 100% deductible and that the Belgian VAT refund for 2016 can be claimed until 30/09/2017 by non-Belgian companies. For more information, please check with your accountant.

IMPORTANT! To be able to receive the fleet invoices of the Walloon region and to recuperate the VAT in the future, you need to have a full account. In this overview table you see all the advantages of a full account compared to a temporary fast-track account.

Please note that any Sofico fleet invoice (fleet invoice of the Walloon region) you might need in order to get a VAT refund is available on the Road User Portal (RUP). To access them, log onto the RUP, click on “My Invoices”, choose the desired “invoice date” and click on “View >>” (on the same line to the right), click on the payment mean for which you wish to see the fleet invoice. Under the “Document type” column, you will see “Fleet invoice”. On the same line, click on “French” (under the “Download” column to download your fleet invoice. The fleet invoice of Wallonia (Sofico invoice) is only available in French.

What is the difference between the fleet overview and the fleet invoice/fleet tax statement?

The Fleet overview (collective payment order) gives an overview of the total amount charged for each vehicle in the fleet. To receive it, you have to select the corresponding option in your account details on the Road User Portal. It is NOT an official document.

Customers who pay toll on a post-paid scheme with a fuel card, via a business partner or per direct debit automatically receive the Fleet invoice/fleet tax statement, an OFFICIAL document which gathers, per region and per payment mean, all the toll driven by your fleet. This document is only available for these customers. On top of the fleet invoice/fleet tax statement, these clients can also receive the fleet overview if they selected the corresponding option on the Road User Portal. The fleet overview gives an overview of the total amount charged for each vehicle in the fleet, including the vehicles for which you pay the toll pre-paid or post-paid with credit card.

What is the difference between the detailed trip statement per region and the detailed trip statement per vehicle?

In the annex to the fleet invoice/fleet tax statement, you will find the detailed trip statement per region (and per vehicle): it shows all the time stamps and routes travelled per day by one specific vehicle in one region. It is available in the official language(s) of the region. You receive this document automatically and mandatorily.

The detailed trip statement per vehicle, which is only available in English, shows all the time stamps and routes travelled per day by one specific vehicle in the three Belgian regions. It is optional. To receive it, you have to keep this option active in your account details on the Road User Portal.

Will the kilometer charging be indexed in the future and when will this happen?

As stipulated in the Cooperation Agreement between the three Regions and the decrees and ordinance on the Road kilometer charging, the rates of the toll may vary along with the consumer price index. The rates of the toll in Flanders and Brussels have been adjusted on July 1, 2017, based on the index of May 2017.

In Wallonia, the rates have not been adjusted in 2017

What is a Service Point and where can I find them?

A Service Point is a location where you can find one or several toll terminals that deliver OBUs and where you can top-up your credit or return your OBU. Satellic has about 130 Service Points, placed both in Belgium and the neighbouring countries. Find a Service Point.

Who is Satellic?

Satellic was appointed in July 2014 by the three Regions in Belgium to collect toll on their behalf from heavy goods vehicles of over 3.5 tons and from N1 BC vehicles. This means that Satellic has committed to design, build, finance, maintain and operate a complete kilometer charging system within less than two years. Today, Satellic has delivered more than 600.000 OBUs for the tolling of heavy goods vehicles in Belgium. Between 130.000 and 140.000 heavy goods vehicles subject to toll use the Belgium road network every working day. Satellic NV is a Belgian company with more than 110 employees located in Diegem. It was set up by T-Systems and Strabag, two companies with extensive experience in road charging systems, and works under the supervision of Viapass.For all the facts and figures concerning Satellic, please check our factsheet.

We strongly advise you to print the manual “How to get, top-up and return a OBU?” and to give it to your truckers! It can be very useful if your drivers do not speak English, French, Dutch or German (the four languages available at the service points).

Is the Kilometre Charging System replacing the Eurovignette in Belgium?

Yes, the Kilometre Charging System replaces the Eurovignette for Heavy Goods Vehicles in Belgium. In other countries, you will still need the Eurovignette.

Can I track on a map where my truck has been driving? (Journey visualisation)

With the feature Journey visualisation you are able to do so for free. This service offers a deeper insight in the journey driven by your trucks. You can view where a specific truck has been driving on any given day both on tolled or non-tolled roads in Belgium. The journey is shown on an interactive map. Moreover the raw position data can be viewed, downloaded and deleted. With the KML file you can import the data in your own geolocalisation tool.

The position of the vehicle is registered every 30 seconds and sent in bulk every 5 minutes by the OBU to the system. The journey information is always shown per 24 hours.

Toll calculation on private roads/private car parks.

In order to calculate the correct toll, the OBU uses an internal map that contains all of Belgium’s roads. An algorithm (called map matching) links GPS positions to this map and calculates the route along which the lorry is driving, based on the roads on the map.

If the lorry is driving on a private road, there are two possibilities:

(1) the private road is known on the map and the OBU displays “toll free” because it is located on a private road. In this situation a toll is never charged.

(2) the private road is missing from the map. In this situation there is a chance that the OBU will erroneously charge a toll, if all of the following conditions are met:

- The private road is in close proximity to another road which is a toll road (< 20 Meter)

- Movement along the road is parallel (and not perpendicular).

If these conditions are met, there is a possibility that the map matching algorithm will calculate that the OBU is on a toll road, despite the OBU’s actual location being on a private road or car park. In most cases, the total additional toll is limited to a few metres at the edge of the car park and parallel to the other road.

The simplest way of solving this technical issue is for Satellic to update the OBU’s map with the private road.

Using aerial photography as a basis, Satellic has proactively conducted a screening for an update of all roads near toll roads. This information will be available on the OBU as from version 5.14 (and newer). However, it is possible that some roads haven’t been updated during the intensive screening. In that case, your best course of action is to contact the Satellic HelpDesk with a detailed description of the location (address, coordinates or a map) of the road or car park’s exact whereabouts. Satellic will verify this information on the map, and if necessary add it to the map as soon as possible. In this way OBUs can avoid charging a toll on these roads in the future.

To which region belongs the Brussels Ring (R0)?

De R0 crosses territory of the 3 regions (Flanders, Walloon and Brussels Capital). The biggest part (in the North, East and West) of the R0 belongs to Flanders. A southern part of the R0 belongs to Wallonia. Multiple smaller parts of the R0 are located on Brussels territory: in the North, a Brussels’ part is located in Neder-over-Heembeek, in the West, a Brussels’ part is located in Anderlecht and Vorst and in the East, and a Brussels’ part is located in Oudergem and Watermaal-Bosvoorde.

Why is my credit card blocked?

If you have 1 credit card as guaranteed payment method coupled to multiple OBU’s, the limit of your credit card might be exceeded. If this happened, you can no longer use this credit card and the OBU’s, coupled to this credit card, will be blocked (red light).

Your credit card can also be blocked if multiple transactions of the same amount with the same counter party (here Satellic) took place (e.g. pre-authorizations of €45 or OBU-deposits of €135). This measure is taken by the credit card issuer to prevent fraud on your credit card. We advise you to contact your credit card issuer in order to ensure that the limit of your credit card is high enough as well as the number of identical transactions. This is to prevent that your credit card, and eventually your OBU’s, will be blocked. If your credit card is already blocked, you must also contact the issuer of your credit card

How can I pay via a Satellic business partner?

First of all you have to be or become a customer of a business partner and sign a contract with him. Once you are a known customer of a specific business partner it is possible to directly choose the Satellic business partner as a payment method on the Road User Portal. This function is also available at Satellic Service Points. When you order a new OBU, you can just select your Satellic business partner in the menu. If you want to change the payment mean linked to your OBU, this can easily be done on the Road User Portal.

When is the tolled amount debited from my credit card?

Each time Satellic invoices, Satellic also sends a request to the bank that issued the credit card you use to pay the toll. You do not need to pay the amount on the invoice directly to Satellic. The bank that issued your credit card decides when your card will be debited and thus when the invoice containing the toll will be paid.

The amount of tolling charged to my credit card bill does not correspond to the amount specified on the billing documents (tax/fee statements)?

All the credit institutions use a pre-authorisation system to guarantee payment with credit cards. During the creation of the tax and fee statements, we capture the tolling charges using the reservations (pre-authorisations) of €45 that were made beforehand on the credit card. The total amount charged for the toll does not appear on one single line on your credit card bill, but on several lines. Example: If the tolled amount is of €100, 3 separate lines will appear on your credit card bill: being €45 (first pre-authorisation), €45 (second pre-authorisation) and €10 (part of the third pre-authorisation).

It is sometimes possible that the amount charged on your credit card is lower than the amount shown on the billing documents. If there is no €45 reservation available anymore, the amount charged on your credit card will be lower than the amount on the billing documents. The remaining balance owed will be debited from your credit card later on. We will inform you in advance of this late debiting.

Please note that the credit card bill does not show details per OBU ID, as it only shows the merchant ID for tolling: “Satellic Tolling”. We are currently working together with the credit institutions on a solution aiming at improving the clarity of the tolling charges on the credit card bill.

When is the tolled amount debited from my fuel card?

Each time Satellic invoices, Satellic also sends a request to the company that issued the fuel card you use to pay the toll. You do not need to pay the amount on the invoice directly to Satellic. The company that issued your fuel card decides when your card will be debited and thus when the invoice containing the toll will be paid..

Which security code do I need to enter on the payment page if I pay with my debit card? What do I have to fill in if my debit card does not have a security code?

You can leave the field for the security code blank because this field is only for credit cards. You will be automatically redirected to the payment page of your bank.

Which security code do I need to enter if I pay with my fuel card on the paypage of AGES?

This field can be left blank unless your were provided with a security code by your fuel card issuer. If the field is left blank and an error message is displayed, you need to contact your fuel card issuer.

Why is my top-up -which I paid via bank transfer during the weekend- not yet on my OBU?

Please note that, if you top-up your OBU via bank transfer, it takes at least two working days for the top-up amount to be loaded on your OBU. Moreover, if you pay a top-up via bank transfer during the weekend or on a bank holiday, the payment will not be processed by your bank until the next banking day.

I just got a mail that my top-up failed, what is the reason for this?

Your OBU needs to be switched on and coupled to a vehicle to receive a top-up.

Important: If you pay a top-up using a bank transfer, you need to enter your customer ID followed by your complete OBU ID (with a space between these 2 references) in your payment instruction. That is why you need to make a separate bank transfer for each OBU you wish to top-up. Please be aware that if you do not use the correct reference when topping up your OBU, it will take more time for the top-up amount to be loaded on your OBU.

Why is my credit card refused when I try to make a transaction on the Road User Portal?

This transaction is refused by the bank who issued your credit card, hence Satellic can not help you with this. A possible reason for refusing this transaction, is that you reached the limit of your card, or that the daily maximum transactions you can make with your card are reached. You need to contact the bank who issued your card.

Why is my fuel card refused when I try to make a transaction on the Road User Portal?

This transaction is refused by the fuel card company who issued your fuel card, hence Satellic cannot help you with this. A possible reason for refusing this transaction is that you reached the limit of your card or that the daily maximum transactions you can make with your card is reached. You need to contact the fuel card company who issued your card.

Can I pay the top-up for several of my OBUs with 1 bank transfer?

No, this is unfortunately not possible. For each OBU you want to top up, you need to make a separate bank transfer using the customer ID and the OBU ID with a space between these 2 references. Please be aware that if you do not use the correct reference when topping up your OBU, it will take more time for the top-up amount to be loaded on your OBU.

How can I recognize the top-up (pre-paid) and deposit payments I made with my credit card on the Road User Portal on my credit card statement?

The top-up and the deposit purchases made via the Road User Portal are mentioned as “Satellic Service RUP” on your credit card statement.

How can I pay the deposit of 1 OBU via bank transfer?

If you want to order only 1 OBU but would like to pay via bank transfer, you can do this on the Road User Portal: Click on 'Order OBU', and then on 'Order multiple'. You will be able to enter the desired quantity ('1' in your case). After having validated your order, you will receive an e-mail containing both the order confirmation and the payment details (IBAN & reference to be mentioned in the payment order.). These payment details are also to be found in the 3rd step of your order process.

Why do I have to pay €45 when coupling my credit card via OBU via the post-paid payment method?

The €45 that is asked for while coupling your OBU is not a payment but a pre-authorisation. This means that Satellic asks you to reserve an amount of €45 on your credit card. When you use the Belgian roads and an amount of €45 is fully consumed, another €45 is pre-authorised. These pre-authorisations are a guarantee that there is enough limit still on the credit card to pay the toll when billing after two weeks.

Can I introduce the deposit statement into my bookkeeping or accounting?

Yes, to do so, you should give this to your bookkeeper for safe keeping.

I would like to pay the toll via direct debit, where can I select this?

Satellic is providing its customers with the option to pay toll using direct debit (post-paid regime), provided that certain conditions are met. These requirements include, but are not limited to, financial solvency standards, a bank guarantee equivalent to two months of toll and a SEPA Direct Debit B2B mandate. Satellic will make this option available, without discrimination, to all Users who meet the applicable criteria. If you want to pay toll using direct debit or if you have any question about the direct debit option, please send an e-mail to directdebit@satellic.be.

How do I change my payment means?

First log onto your account on the Road User Portal, then click on the blue circle entitled “OBU” and choose the OBU for which you want to change the payment method. Select “CHANGE PAYMENT MEANS” and follow the different steps. For more information on the detailed procedure, please read our manual “Change the Payment Means”.

The bill: when and how?

Every 14 days, you will receive your billing documents. These bills are already taken care of: for prepaid you already paid upfront with the Top Ups you purchased. If you are on a postpaid scheme, your payment is taken care of by your credit card, fuel card or Satellic business partner.

Regarding the OBU, since the OBUs are not sold but loaned, there is no invoice for the payment of the deposit. However, a proof of deposit is established in the form of a ticket when obtained at a service point or an official document if ordered on the RUP.

Unfortunately, this is not possible. You need to make a separate top-up per OBU.

How often do I get my billing documents?

You get your billing documents every 14 days if you have driven in that period.

Where can I find my bills, as well as the tax and fee statements?

All the invoices are available on the Road User Portal (RUP). To access them, log onto the RUP, click on “My Invoices”, choose the desired “invoice date” and click on the corresponding “View >>” (on the same line to the right). Under the “Licence plate number” column, click on the licence plate number you are interested in and you will be able to download all the existing invoices for this vehicle. For more information on the different billing documents, please read our billing guide.

When do I get the invoice for the OBU that I bought? Do I get a tax or fee statement for the OBU that I bought?

You do not get an invoice for the deposit you paid for your OBU as you do not buy an OBU. You do receive a deposit statement for the €135 deposit per OBU, which you should give to your bookkeeper.

Which documents are printed if I select the paper invoice?

We would like to remind you that you will always be able to print your invoices yourself by downloading them from the Road User Portal.

All your billing documents will be printed and mailed to you if you select this charged service.You can find the price for getting the paper invoices in the section “5. Printing of billing documents” of the billing guide. Please make sure you choose the billing guide corresponding to your payment method.

Which documents will be printed?If you are on a pre-paid scheme, or on a post-paid scheme with credit card, this means that you will receive per vehicle one tax statement of Flanders, one tax statement of Brussels, one invoice of Wallonia, and the recapitulation sheet. On top of these documents, you will receive the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.If you are on a post-paid scheme with a fuel card, via a business partner or per direct debit, this means that you will receive, per region and per payment mean, 1 fleet invoice and 2 fleet tax statements (official documents) and their annexes (including the detailed trip statement per region), as well as the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.

What is the charge if I want to receive my invoices on paper?

The paper invoices are a paid service offered by Satellic. The following rates apply: - Up to 10 pages : 2€ and 0,08€ per page - Up to 100 pages : 5€ and 0,08€ per page - Up to 200 pages : 10€ and 0,08€ per page - Up to 300 pages : 15€ and 0,08€ per page. The price per page is therefore fixed to 0,08€, and per 100 pages a general fee of 5€ is charged.

How to (de)activate the printing of your billing documents (paper invoices)?

In order to activate or to deactivate the printing of your billing documents, please log onto your account on the Road User Portal and select “MY ACCOUNT” at the top right of the screen. Click then on “Manage Account” and on “EDIT” (at the bottom of the page). Scroll down till “Billing information” and select or deselect the checkbox “Provide Paper Invoice”.

Which documents will I receive for the charged toll?

If you are on a pre-paid scheme, or on a post-paid scheme with credit card, this means that you will receive per vehicle one tax statement of Flanders, one tax statement of Brussels, one invoice of Wallonia, and the recapitulation sheet. On top of these documents, you will receive the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.

If you are on a post-paid scheme with a fuel card, via a business partner or per direct debit, this means that you will receive, per region and per payment mean, 1 fleet invoice and 2 fleet tax statements (official documents) and their annexes (including the detailed trip statement per region), as well as the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.

Please have a look at our billing guide for more information on the documents you will receive.Important: There are 2 billing guides: one for our customers who pay toll on a pre-paid scheme, or on a post-paid scheme with credit card; the other one for our customers who pay toll on a post-paid scheme with a fuel card, via a business partner or per direct debit. Please make sure you choose the billing guide corresponding to your payment method.

Where can I find my customer account number?

Your customer ID is found on your billing documents or behind your customer name when logging onto the Road User Portal.

Why do I get 2 bills for my vehicle for the same period?

The billing documents contain the license plate, the emission class, the weight and the payment method. If any of these characteristics are changed, you will receive a separate set of billing documents for the trips made with the specific combination of characteristics. E.g. you drive for 2 days on emission class 3 and then change it to emission class 4 you will receive 2 sets of billing documents.

Why do my billing documents state payment requested?

The important thing is that you do not have to take any action to pay the bill, it's already been taken care of. For prepaid, you already paid upfront with the TopUps you purchased. If you are on a postpaid then your payment is taken care of by your Creditcard, Fuelcard, Business Partner or per Direct Debit.

Where can I find the total amount that I need to pay for every bill?

You can find this total amount on the fleet overview. This document is in your preferred language and shows all amounts due per OBU per region. It is important to know that all the amounts are already taken care of as you already paid it by buying Top-Ups if you are on a prepaid or if you are on a postpaid it will be taken care of by your credit card, fuel card, Business Partner or per Direct Debit.

Why is the invoice date of my billing documents the same as the payment due date?

The bills that you receive every 14 days are already taken care of. For prepaid, you already paid upfront with the TopUps you purchased. If you are on a postpaid then your payment is taken care of by your Creditcard, Fuelcard, Business Partner or per Direct Debit.

Can I get a bill once a month on a fixed day?

No, unfortunately this is not possible. You will receive your billing documents every 14 days.

Can I get an overview of all the vehicles/OBUs of my company (fleet overview)?

Yes, this is a collective payment grouping document called fleet overview (download an example of the fleet overview). This optional document gives an overview of the total amount charged for each vehicle in the fleet.

To receive the Fleet overview, please log onto your account on the Road User Portal, click on “My Account” and then on “Edit”. Scroll down till the “Billing Information” section and select “Provide Collective Payment Grouping (fleet)”. As of the next bill, you will be able to access the Fleet overview in the “My Invoices” section on the Road User Portal. Please note that no Fleet overview can be produced for a period preceding the day you activated the option on the Road User Portal.

The fleet overview is an optional document which gives an overview of the total amount charged for each vehicle in the fleet (download an example of the fleet overview). Please note that no Fleet overview can be produced for a period preceding the day you activated the option on the Road User Portal.

To receive the Fleet overview, please log onto your account on the Road User Portal, click on “My Account” and then on “Edit”. Scroll down till the “Billing Information” section and select “Provide Collective Payment Grouping (fleet)”. As of the next bill, you will be able to access the Fleet overview in the “My Invoices” section on the Road User Portal.

Do I receive different billing documents depending on whether I am on pre-paid or post-paid?

If you are on a pre-paid scheme, or on a post-paid scheme with credit card, this means that you will receive per vehicle one tax statement of Flanders, one tax statement of Brussels, one invoice of Wallonia, and the recapitulation sheet. On top of these documents, you will receive the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.

If you are on a post-paid scheme with a fuel card, via a business partner or per direct debit, this means that you will receive, per region and per payment mean, 1 fleet invoice and 2 fleet tax statements (official documents) and their annexes (including the detailed trip statement per region), as well as the fleet overview and the detailed trip statement per vehicle if these options are selected on the Road User Portal.

Please have a look at our billing guide for more information on the documents you will receive.Important: There are 2 billing guides: one for our customers who pay toll on a pre-paid scheme, or on a post-paid scheme with credit card; the other one for our customers who pay toll on a post-paid scheme with a fuel card, via a business partner or per direct debit. Please make sure you choose the billing guide corresponding to your payment method.

If you are on a pre-paid scheme, or on a post-paid scheme with credit card, you receive indeed 2 tax statements for Brussels; 1 in Dutch and 1 in French: The tax statements of Brussels are legal documents which are created in the language of that region in accordance to the Belgian language laws. Only one of these documents is needed for your accounting.

If you are on a post-paid scheme with a fuel card, business partner or direct debit, you receive one fleet tax statement per payment mean for Brussels. Each fleet tax statement for Brussels will be in Dutch and in French, in accordance with the Belgian language laws. Only one language version is needed for your accounting.

Why do I have to pay VAT in Wallonia, but not in Brussels and Flanders?

The tolled roads in Wallonia are managed by an independent public entity with a VAT system, called Sofico. This is why the Sofico invoice contains VAT for the trips made on Sofico roads.The (fleet) tax statements of Flanders and Brussels come from the government, which is why there is no VAT on top of the charges.

You can access your invoices (Sofico invoices) and your Tax statements (for Flanders and Brussels) on the Road User Portal (RUP): log onto the RUP and click on “My Invoices”. Then choose the desired “invoice date” and click on the corresponding “View >>” (on the same line). Under the “Licence plate number” column, click on the licence plate number you are interested in and you will be able to download the invoice of the Walloon Region (Sofico invoice), as well as the Tax statements of the Flemish Region and the Brussels-Capital Region.

Our company is based outside of Belgium. Do we have to pay VAT on the toll?

Yes. As the service is associated with an immovable property (the Walloon road network), the Belgian VAT (21%) is always due. For more information, please contact your accountant.

Belgian companies can recuperate the VAT in their Belgian VAT return. Foreign Companies can recuperate the Belgian VAT through the European VAT refund procedure. Please note that the toll is 100% deductible and that the Belgian VAT refund for 2016 can be claimed until 30/09/2017 by non-Belgian companies. For more information, please check with your accountant.

Please note that any Sofico invoice (invoice of the Walloon region) you might need in order to get a VAT refund is available on the Road User Portal (RUP). To access them, log onto the RUP, click on “My Invoices”, choose the desired “invoice date” and click on “View >>” (on the same line to the right). Under the “Licence plate number” column, click on the licence plate number you are interested in and you will then be able to download the invoice of the Walloon Region (Sofico invoice), as well as the Tax statements of the Flemish Region and the Brussels-Capital Region. Important: the invoice of Wallonia (Sofico invoice) is only available in French.

What does the "VAT ind." mean on the detailed trip statement? And why is the "VAT ind." 1 for some drives in Wallonia and always zero for Brussels and Flanders?

The roads that are non-zero tolled in Wallonia are managed by a independent public entity with a VAT system, called Sofico. This is why the fee statement issued by Sofico contains VAT for the trips made on roads which are managed by Sofico, these trips are indicated with a "1" on the detailed trip statement.

What is the "date of usage" on my billing documents?

The date of usage is the day on which you drove on the Belgian Roads.

I corrected my customer details. Can you create my last bills again?

No, it is not possible to rerun billing documents once they are created. You need to make sure yourself that the information you provide is complete and correct.

Why do I see charges for a usage date that was before the invoice period?

It could happen that your trips arrive late in our system due to a limited connection of your OBU to the mobile network. In that case your trips will appear on your next bill.

Why is the road type of local roads listed on the detailed trip statement as "local" in Brussels and as "XXX" in Flanders and Wallonia ?

For road type “local road” the route is indicated as “local” for Brussels as it is tolled and indicated as “XXX” for Flanders and Wallonia as zero toll applies for the local roads in Flanders and Wallonia. More details on the tolled roads can be found on the Viapass website.

Do I need to pay for the fleet overview (collective payment order)?

No, you will receive the electronic version of the fleet overview free of charge by selecting it on the Road User Portal. Please note that no Fleet overview can be produced for a period preceding the day you activated the option on the Road User Portal. However, you will need to pay for the printing of the fleet overview if you have selected to receive your billing documents in paper.

To receive the Fleet overview, please log onto your account on the Road User Portal, click on “My Account” and then on “Edit”. Scroll down till the “Billing Information” section and select “Provide Collective Payment Grouping (fleet)”. As of the next bill, you will be able to access the Fleet overview in the “My Invoices” section on the Road User Portal. You can also read our FAQ “How can I get the fleet overview?”.

You get the detailed trip statement automatically.However, if you want to receive the detailed trip statement in CSV-format, follow the procedure hereunder on the Road user portal: > 'My Account' > 'Manage account' > 'Edit' > 'Create CSV'. Once this option is selected, the CSV will be automatically generated during the next billing run.Important: If you do not download this CSV-file during 3 months, Satellic will stop generating it. You can always select this functionality again at a later stage.

No, you receive the electronic version of the Detailed Trip Statement per vehicle automatically (if you haven't deselected this option in your account details on the Road User Portal) and it is free of charge. However, you will need to pay for the printing of the detailed trip statement if you have selected to receive your billing documents in paper.

If you do not receive the detailed trip statement, you can select it on the Road User Portal under: 'My Account' > 'Manage account' > 'Edit' > 'Provide detailed Trip Statement'

Important: Note that if you pay toll on a post-paid scheme with a fuel card, via a business partner or per direct debit, you automatically and mandatorily receive, annexed to the fleet invoice/fleet tax statement, the detailed trip statement per region (in the official language(s) of this region). However, you can consult the detailed trip statement per vehicle (in English) on the Road User Portal, which you receive automatically (unless you opt this option out in your account details on the Road User Portal).

What is the recapitulation sheet?

The recapitulation sheet is created in your preferred language (Dutch, French, English or German) and shows the total amount of kilometers charged for one vehicle inthe 3 Belgian regions, as well as the corresponding amount to be paidIt is important to know that all the amounts are already paid. When you are on a pre-payment scheme you did this by topping up your OBU. When you are on a post-payment scheme, the toll is already paid by your credit or fuel card issuer, by your Business Partner or per direct debit.

Important: Note that if you pay toll on a post-paid scheme with a fuel card, via a business partner or per direct debit, you do not receive the recapitulation sheet, but an official document entitled the fleet invoice/fleet tax statement, document which gathers, per region and per payment mean, all the toll driven by your fleet. Annexed to the fleet invoice/fleet tax statement, you will find the details per vehicle-OBU combination, which includes the detailed trip statement per region.

What is the "date of processing" on my detailed trip statement?

The date of processing is the day on which your trips were processed in Satellic's system.

Why don't the kilometres that I drove in Wallonia match the invoice of Wallonia?

The tolled roads in Wallonia are managed by a independent public entity with a VAT system, called Sofico. The invoice which comes from Sofico only includes the trips that you drove on Sofico roads. If you also want to see all the trips you made in Wallonia we recommend you to select the Detailed Trip Statement per vehicle on the Road User Portal.

Why doesn't the amount match if I multiply the kilometres driven and the charged price per kilometre for my Tax statement?

All roads in Belgium are subject to toll - for this reason the OBU must be on board and switched on at all time when driving on the Belgian roads - but most of them are tolled at rate 0. The kilometres charged at rate 0 are also included in the daily usage shown on the Tax Statement but are not charged.

Why are my fleet tax statements and fleet invoices (or my tax statements and my Sofico invoices) not in the language I selected?

According to the Belgian language laws, the bill for each region is created in the language of that region. This means that:

If you pay the toll on a pre-paid scheme, or on a post-paid scheme with credit card, you will get your Sofico invoice for Wallonia in French, your tax statement for Flanders in Dutch and your tax statement for Brussels-Capital both in Dutch and French. The fleet overview (optional) and the recapitulation sheet will be provided to you in your preferred language, and the detailed trip statement per vehicle (optional) will always be provided in English.

If you pay the toll on a post-paid scheme with fuel card, via a business partner or per direct debit, you will get your fleet invoice(s) for Wallonia (and their annexes) in French, your fleet tax statement(s) for Flanders (and their annexes) in Dutch and your fleet tax statement(s) for Brussels-Capital (and their annexes) both in Dutch and French. The fleet overview (optional) will be provided in your preferred language and the detailed trip statement per vehicle (optional) will always be provided in English.

Please read the section “3.2 Language of billing documents” of our billing guide for more details.

From a fast-track account to a full account

When you register at a Service Point, you create a fast-track account.

IMPORTANT ! This type of account does not allow you to receive invoices or to recover the VAT you paid on the toll (for the invoice of Wallonia). Upgrading your account to a full account enables you to receive invoices and to recover VAT. The manual "From Fast-track to full account" will guide you through the process.

How can I merge my temporary fast track account with an existing full account?

Road users can easily merge a fast-track account with an existing full account when the exact same vehicle is already registered on the Road User Portal. You can do this by following the “I’m driving”-process: 1) Log in via your licence plate number, country of origin of the vehicle and the PIN-code received when you obtained an OBU. You must then choose: "ADD VEHICLE TO MY FULL ACCOUNT". 2) Afterwards, you have to log a second time onto the Road User Portal, this time with your username and password . You can then decide which OBU you want to keep coupled to the vehicle: you can either keep the fast-track OBU coupled to the vehicle, either one coupled in the full-account.

Which values do I need to register for my OBU if I’m driving with Z- license plates (dealer license plates)?

If you are driving trucks with Z plates (test drives, trips to and from technical truck inspection,…) you don’t always know which type of truck you will be driving on a certain day.

Therefore you need to register your OBU at the highest weight class and the lowest emission class of the trucks you will be driving with that Z license plate. Mind that this can be the values of 2 different trucks. You need to scan the vehicle documents of those 2 corresponding vehicles to prove the emission and weight class when registering your Z license plates and OBU.

Please bear in mind that you are at all times responsible for the values that you have registered and that you risk a fine if you use the Z license plates and OBU on vehicles with a higher weight or lower Euro class than actually registered on the OBU.

Example: For instance you know you will drive with 3 types of trucks: a 40 ton truck / Euro 6 class, a 18 ton truck / Euro 5 class and also with a 4 ton truck / Euro 3 class, in that case you need to register your OBU with the following values for weight and emission class: 40 tons and emission class Euro 3.

Vehicles with a test drive license plate type ZZ, solely used according to the terms of the Royal Decree of January 8, 1996 on the rules on the registration of commercial number plates for motor vehicles and trailers, are exempted.

Why do I get charged for calling the customer service while it is supposed to be free?

The 00800-72 83 55 42 (or 00800-SATELLIC) number is free of charge from Belgium and neighbouring countries, other numbers are charged at normal rate. Calls from mobile networks may be surcharged according to the terms and conditions of your mobile service operator.

Why is the screen of my OBU flashing when I start my journey?

We are currently deploying some new features on the Satellic OBUs. Among those features, the most obvious one is the Switch On OBU Reminder. Thanks to this feature you will be reminded by a flashing display and continuous beeping to switch on the OBU by pushing the ON button (V) whenever you start your journey. The feature will be visible only on OBUs not installed with the 3 wires fixed installation. The update is automatic and you don’t have to do anything to receive it, only keep your OBU switched on.

Where can I get an OBU (On Board Unit)?

There are three ways to get an OBU: online on the Road User Portal, through a business partner or directly at a Service Point.

1) OBUs can be ordered online via the Road User Portal (RUP). Your OBU will be sent by postal mail and delivered in the EU within the two to five working days after receipt of the € 135 deposit. For more information we would like to refer you to the detailed guide regarding the use of the Road User Portal. You can find this guide by going to 'Downloads' - 'RUP Manual' - Order an OBU'.

2) If you need an OBU urgently, you can also obtain one at a Service Point across Belgium and abroad, in the neighbourhood of border crossings.

IMPORTANT: Please note that you can keep your OBU at all times, and do not need to return it when leaving Belgium.

Keep your OBU when leaving Belgium

We advise you to keep your OBU at all times. You do not need to return it when leaving Belgium.

Keeping your OBU will save you time, not only when you leave Belgian roads, but also during your next trip to Belgium: no need to stop at a service point. Moreover, if the OBU software is updated, your OBU will automatically download the updates once you turn it on.

Since Satellic refunds your deposit within 30 days after the OBU is returned if the OBU is returned undamaged (including cable, battery and suction cups) and if a valid bank account number has been specified, it is more interesting for you to keep your OBU if you regularly travel to Belgium (at least once per month).

Does my OBU have to show a green light when abroad?

When you are driving abroad with the OBU switched on it will, under normal circumstances, show a green light and "Tollfree" on the display. You will never be tolled outside of Belgium. If on the contrary your OBU shows a red light, we advise you to immediately take contact with our Customer Support before entering the Belgian territory to solve the issue.

Do I need to switch on the OBU when I’m driving towards Belgium?

When you plan to drive to Belgium, we strongly advise you to already switch on your OBU at least 1 hour before entering the Belgian territory. By doing so, your OBU will automatically search for new map and system updates in the background and update itself to the most recent software version.

During that time your OBU should still show a green light and the display will show “Tollfree” on the roads abroad. When you enter Belgium, it will be ready to start tolling immediately. If the OBU light turns red, you must call the Satellic Customer Support immediately.

The OBU-display provides information on the applicable toll tariff, the charged distance in kilometers, the daily toll consumption and the license plate of the vehicle.

Sometimes your OBU might shortly show tolling on non-tolled roads, private ground or when driving abroad. This is due to the time it takes to display the last information. This has no impact at all on the correct calculation of the toll. Accurate information can always be found on the RUP, including the detailed billing documents.

If you are driving on a tolled road (see map for Brussels – Flanders – Wallonia) and your OBU is showing a green light but is not registering kilometers, you should call the Satellic Customer Service to check if everything is working properly. You can reach our Customer Service 24/7 on 00800-72 83 55 42 or 00800-SATELLIC (from Belgium and neighboring countries), or dial +32 78 15 15 15 or +32 2 416 0 416 from everywhere else. Please note that calls from mobile networks are likely to be surcharged (see the terms and conditions of your mobile service operator).

My OBU display shows the message 'Not ready', what do I need to do?

There are multiple reasons for your OBU to show this message. In any case, we would like to advise you to turn the OBU on for longer than 15 minutes. If the OBU still shows the same message please call the Satellic customer support .

Couple and decouple an OBU

If the license plate shown on the OBU display is not the license plate of the truck, or if the OBU shows “not ready”, you have to couple the OBU to the truck on the RUP.

Satellic refunds your deposit automatically within 30 days after the OBU (including cable, battery and suction cups) is returned undamaged, arrived at our warehouse and if a valid bank account number (IBAN and BIC) has been entered in the RUP or at a service point. The same applies for the remaining prepaid balance. For your convenience and to make accounting follow-up easier, we also include the OBU-ID in the reference of the reimbursement.

When returning an OBU, you have to insert your bank details in your account, via the Road User Portal or at a Service Point. If you have a full account, you will have to confirm those details (details of the bank account on which you want to be reimbursed) for each OBU you return. The deposit will be reimbursed only after this confirmation.

If you got your OBU at a Service Point and you haven’t yet registered yourself in the RUP, you can also simply log onto the RUP (or at a Service Point) by using your License Plate Number, country code and PIN in order to provide the relevant bank data.

IMPORTANT! Please be aware that the deposit and the prepaid balance refund are blocked until valid bank details (IBAN and BIC) are specified on the RUP or at a Service Point.

Red light OBU?

When you have a red light on your OBU, you are not compliant to the tolling regulations and you risk being fined. Therefore you must leave the road as soon as possible and call our customer service. You can reach our Customer Service 24/7 on 00800-72 83 55 42 or 00800-SATELLIC (from Belgium and neighboring countries), or dial +32 78 15 15 15 or +32 2 416 0 416 from everywhere else. Please note that calls from mobile networks are likely to be surcharged (see the terms and conditions of your mobile service operator).

No, the default model is a mobile OBU which is attached to the windscreen by suction cups and which is powered by the cigarette lighter socket. However, the OBU can be installed as well with a fixed cable. Mind: Satellic recommends explicitly to install the OBU with the suction cups only, which makes swapping the OBU easier, and not to stick it permanently to the windscreen. For more information, consult the fixed installation guide.

How can I find out which is the software version of my OBU? Which is the most recent software version?

To find out which is the software version of your OBU, simply follow these steps:

1) Press and hold the DOWN navigation-button until the screen changes. You should see the following message on the screen: “Main Menu - OBU information”. If the above message does not appear on the screen, press the DOWN navigation-button again multiple times until the message is displayed.

2) Then press the RIGHT navigation-button. The message hereafter is displayed on the screen: “OBU information - software version”.

3) Press the RIGHT navigation-button one more time. The screen will show the Software Version of your OBU.

For your information, the latest version is 5.18.

My OBU display shows the message 'blocked', what do I need to do?

There are multiple reasons for your OBU to be blocked. We would like to advise you to check the following reasons:

* In case you received an e-mail regarding the rejection of your vehicle papers, you have to check your vehicle registration on the Road User Portal and verify if all the data you registered correspond to the data on your vehicle documents.

* In case you selected pre-paid as payment method, check if you have credit on your OBU. In case the OBU does not show any credit, please top-up your pre-paid balance. This is possible at the Service Point or via the Road User Portal. Details can be found in the download area in the RUP-manual 'Top-Up your OBU'.

* In case you selected post-paid as payment method, you have to check if the credit card is not blocked, for example because the limit is exceeded. The pre-authorisation of the credit card has to be successful as well. If not, contact your credit card issuer.

* Is the status of your OBU active? You can check this on the Road User Portal under 'My OBU's'.

* If your OBU is indicated as "stolen" or "lost", the OBU is blocked.

If your OBU is still blocked after checking the reasons mentioned above, you can contact customer service.

Can my OBU be reset if it is having persisting problems or is showing a red light?

If your OBU is not working correctly or is showing a red light, you must call the Satellic Customer Support immediately. Our call center agents can reset the OBU if needed. The reboot will take about 10 min.

I’m driving on a tolled road with a green OBU but no kilometers are counted. What is happening?

If you are driving on a tolled road and your OBU showing a green light is not registering kilometers, you should call Satellic Customer Service on 00800-72 83 55 42 to check if everything is working properly.

Do I need to regularly switch on and charge my OBU when I'm not driving in Belgium for a long period or if I keep an OBU as reserve OBU?

Two situations are possible.

1) Your spare OBU has never been switched on before (storage and transportation mode):OBUs that you keep as spare units can be stored without having to be recharged regularly, providing the OBUs have never been switched on and thus remain still in “transportation mode”. Ideally the OBU should be stored between 15 and 25 degrees Celsius when in transportation mode to allow for a longer storage period.

2) Your spare OBU has already been switched on or used at least once (normal mode):Once the OBU has been switched on once it is in “normal mode” and will consume some power even in sleep modus. In order to allow Satellic to update the software installed on the OBU, you regularly, and at least once every three months, have to activate your OBU and keep it powered on for at least three hours (which will recharge them to minimum 50% of their capacity). Please mind that, in order to recharge the OBUs, you need to leave them switched on (LED permanently on, screen is showing info). Tip: Your OBU can also be recharged in a standard household electric socket using a 12 Volt adapter with a cigarette lighter socket. In that case, make sure to “shake” your OBU whenever it goes into sleep mode.

Notes:- If the LEDs and the screen are switched off, press the “OK”-Button to switch the OBU on again- If a LED is blinking, please connect your OBU to power - After disconnecting your OBU from power, the OBU will remain on for a while and then switch off the display automatically.

Please note that, while charging, the OBU will also update its software to the latest software version available. We therefore advise you to charge your spare OBUs regularly so that you always drive with the latest software version.

Why is my OBU locked although I still have a top-up balance on my OBU?

There are several reasons for a locked OBU; eg your top-up is consumed to 0, or the scanned vehicle papers cannot be verified (due to a bad quality scan), or the license plate does not match the vehicle papers provided, or your OBU was reported lost or stolen to Customer Support.

Sometimes I do not see anything on the display, or the display seems slow. What is going on?

The OBU verifies real-time where you drive, and performs a very exact location determination. Therefore, a small delay between what is registered by the device, and what you see on the display of the OBU is possible. You don’t need to worry. The registered data on the OBU are 100% correct and you can check this afterwards in the RUP.

Note: Data shown on the OBU display is for your information [not binding]. All official data, payment statements and invoices are available on the Satellic Road User Portal.

Can I install an external antenna on the OBU?

The OBU communicates with satellites (GNSS) and mobile networks (GSM) and uses internal antennas to send or receive signals. It is possible to connect an external antenna in order to improve the communication quality and/or to reduce the exposure to electromagnetic fields.

Satellic does not offer any external antenna. You may buy it at your preferred supplier or get it installed by your workshop of choice. The external antenna is connected on the back side of the OBU to the GSM connector with a FMA female connector and to the GPS/GNSS connector with a SMA male connector. The gsm-antenna should support 900 and 1800 Mhz cellular communication (bi-band)

We advise you to pay your top-up via credit card, fuel card or debit card as the top-up will reach your OBU as soon as the payment was successfully completed and your OBU is turned on and coupled to a vehicle.

If you paid your top-up via bank transfer, you need to take into account that it takes at least two working days for the top-up amount to be loaded on your OBU and that the amount is only transferred on weekdays which are not bank holidays. Also when making the top-up via bank transfer you need to make sure that you enter your customer ID and OBU ID in the payment reference with a space in between. Be aware that if you do not use the correct reference when topping up your OBU, it will take more time for the top-up amount to be loaded on your OBU. Please note that giving a payment order when your OBU is red does not give you the right to drive in Belgium with a red OBU. You first have to make sure the amount has been loaded on the OBU, consequently making the OBU turn green, before you can start driving in Belgium.

What about health and safety risks regarding the exposure of truck drivers to electromagnetic fields emitted by the On Board Unit ?

The On Board Unit is certified and tested according to the requirements of EN 62311 and fulfilling the requirements of the royal decree from the 20. May 2016 (2016/202640) on the protection of the health and security of the workers against the risks of electromagnetic fields at the working place. This royal decree is implementing the European Directive 2013/35/UE in Belgium. Please find more information here.

An example: In the morning when you start the vehicle, the OBU is saying 0 km driven and €0 toll to pay, but 10 metres down the road the OBU screen suddenly says: 3 km (driven) for a certain amount. What’s going on?

Actually, this is the final chunk of toll from your previous journey. But it hasn’t been entered into the system yet so is still pending. It hasn’t been entered into the system because the OBU wasn’t able to process the toll during the last part of your journey the previous day. There are a few reasons why this can happen: the OBU went into sleep mode too soon, there was no GSM network within range, or the OBU was still too close to a toll road to be able to close the toll for that road and upload it into the Satellic system. As in this example, this will be particularly noticeable if the last time you drove your vehicle was yesterday or earlier. The OBU notices the pending toll the next day you drive your vehicle and uploads it as soon as it can to keep the totals correct. This of course increases the values on your display.

But please be assured that you will always see the correct data on your invoices. The toll in question was in fact registered on the right date (when it was used), it was just not processed until a later date. So the issue is simply a delayed upload of information regarding a toll road you used at an earlier point in time.

The OBUs never calculate a toll abroad. So you will never get an invoice specifying a toll incurred abroad. The display of the OBU is indicative.

The value in the top left corner of your display when you are abroad always says “tollfree” which means that no toll is being incurred at that moment.

However, you might see values on your display (in the bottom left corner where you see the distance covered that is subject to toll and in the top right corner where the total amount for the kilometres driven is displayed) that were not actually incurred on that day.

This is due to a known behaviour in the OBU’s memory function: after every reboot of the system (but not waking up from sleep), the OBU can use an erroneous value from its memory. Satellic is making every effort to resolve this known behaviour in the OBU. You can always consult the correct kilometres and toll on the Road User Portal.

Why is there a difference between the distances recorded by the OBU and the distances recorded by the odometer?

Only distances driven on tolled roads are mentioned on the OBU. The difference between data indicated on the OBU and on the odometer is thus normal. For instance, the display of your OBU will not refresh while you are driving on a local road in Wallonia (toll rate = €0). This might make you think that the display is “frozen” but it is not the case.

Will there be an extra ATEX-OBU for vehicles transporting explosive goods / goods in explosive environments, or is there a specific OBU which is ATEX-certified?

Satellic's default model is powered by the cigarette lighter socket. In case a permanent power connection is required, cable kits will be available to set up a fixed connection to the vehicle’s central power system. For more information please consult the manual for fixed installation.

The distance driven and toll incurred values are not refreshing at midnight.

The values representing the distance driven (on the bottom left of your display) and the toll incurred (on the top right of your display) are supposed to reset to 0.00 at midnight every day. However, it is possible for the OBU to reset at a different time of day. This is caused by the OBU’s internal clock having stopped for a while due to the unit not being plugged in, causing its internal battery to run down to 0%. When the OBU is plugged back in to power, the internal clock resumes counting from the time it stopped. This internal clock is only used for the purpose of refreshing this value and has no influence on the toll calculation times.

The workaround for this behaviour is to keep the OBU plugged in to power or never to drive for more than four hours using the OBU’s own battery.

If you’re experiencing this behaviour, you have to reboot the OBU completely a single time (simply waking it from sleep won’t work) to get rid of the behaviour. You can contact Satellic to have them reboot the OBU remotely, or you can wait for the built-in scheduled reboot.

What should I do if I disagree with a fine that was sent to me?

If you do not agree with the fine and wish to formally contest it, you should do so with the authorities that have sent you the fine (proces-verbaal). Those authorities are the Brussel Fiscaliteit / Bruxelles Fiscalité, de Vlaamse Belastingdienst or SPW (Service Public de Wallonie) Direction Générale opérationnelle de la fiscalité. The contact details for where you can contest the fine, can be found in articles 8 and 9 of the fine (proces-verbaal) that you received from the governmental service. We advise you to attach the Detailed Trip Statement that you can find in the Road User Portal (RUP) and use it to identify exactly what you are contesting.

You have access to the Detailed Trip Statement, automatically (unless you have opted out of this option). If the Detailed Trip Statement is no longer visible in the RUP, you can edit your billing information. You can do so quite simply, by logging into the Road User Portal (RUP), clicking on “My Account” and then “Manage Account” in the upper right corner. Then click on ‘EDIT’ and you can check your billing information. Please be aware that you cannot retro-actively activate or request a Detailed Trip Statement.

Which value do I have to register for the weight of my vehicle and where can I find it on my vehicle papers?

The value which needs to be registered for the weight is Gross Combination Weight Rating (GCWR).

For questions regarding the vehicle documents, we would like to refer you to the information guide regarding these papers. You can find this guide by going to 'Downloads' - 'Vehicle papers' and then select the country where your vehicule is registered.

I registered an incorrect country or licence plate number. How can I change this?

If you have received a message from us informing you that you have registered an incorrect country or licence plate number, please follow the procedure hereunder.

You can easily delete the obsolete or wrong licence plate numbers which are still indicated in your vehicle overview on the Road User Portal.

To delete an obsolete or wrong vehicle license plate, log onto your account on the Road User Portal. Click first on “My Vehicles & OBUs” and then on the licence plate number that you would like to delete. You will access the page with the vehicle details. All you have to do then is to click on the “de-register” button.

Please mind that when you “de-register” a vehicle, you will not see the data for that vehicle anymore in the vehicle list on the Road User Portal, nor will you be able to access it again at a later time. You will, however, still be able see the invoices of this licence plate number under “My Invoices”.

If you have entered an incorrect country, please follow the same procedure and delete the licence plate number for which a wrong country has been entered.

Usually the weight is rejected because the document(s) provided do not contain the proof of the indicated data. For more information about the documents that are accepted by Satellic as a proof, please go to 'Downloads' - 'Vehicle papers' and select the country where your vehicule is registered.

Important! The value which needs to be registered for the weight is Gross Combination Weight Rating (GCWR).

Vehicle papers validation

When registering the vehicle, it is important that you enter the correct values and that you upload the right documents on the RUP or at a Service Point. Satellic validates these values based on the documents that you upload.

If your OBU gives a red light and you see on the display “obu blocked - invalid registration paper”, this means that the documents that you uploaded have been rejected because the country code or the license plate number on the vehicle documents do not match the ones that you have registered. In that case, you must call the Satellic Customer Support immediately.

If the provided emission class or weight of the vehicle cannot be verified based on the vehicle papers (wrong, missing or unreadable vehicle papers), these values will respectively be placed at the highest tariff, as the Kilometer Charging Decrees require. This means that the emission class of the vehicle will be changed to the highest paying emission class (EURO 0) and that the weight class will be changed to the highest weight class. As a consequence, until you provide readable and correct vehicle papers, you will be charged at a higher level than you have to be.